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Kinesis CEM, LLC
Calculating ROI: A Simple Intuitive Customer Experience ROI Calculator
https://blog.kinesis-cem.com/2015/...
Different Approaches
to Calculating ROI on
Service Quality
Calculating ROI
on Service
Where ROI on
Customer Service is
Considered a Given
Blind Faith
Approach
Predictive Models
Explain the Links
Between Service
Attributes, Customer
Satisfaction and
Profitability
Sophisticated
Appr...
Such models can be valuable
as a means for understanding
the associations among
different service and profit
factors.
They...
These models tend to have too
many moving parts to function as
a practical, day-to-day business
tool.
They give the appear...
Sometime managers
need a simpler,
more intuitive
approach to
estimating ROI on
customer service.
Simpler
Approach
List Customer
Behaviors With
Financial
Implications
Behavioral
Approach
List Service
Attributes that Likely
Influence Customer
Behaviors
Behavioral
Approach
- Systems
- Skills
- Incentives
- Measurement
- Rewards
Behavioral
Approach
Consider How to
Influence Desired
Customer Beh...
Link List of
Customer
Behaviors to
Costs and
Revenues
Behavioral
Approach
Using this
behavioral approach
it is possible to
construct an ROI
calculator.
ROI Calculator
Go to the
following
address for a
calculator:
ROI Calculator
http://kinesis-cem.com/Kinesis_ROI_Tool.xlsx
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Calculating ROI - A Simple Intuitive Customer Experience ROI Calculator

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This deck presents a methodology and tool to estimate return on investment (ROI) of investments in the customer experience.

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Calculating ROI - A Simple Intuitive Customer Experience ROI Calculator

  1. 1. Kinesis CEM, LLC Calculating ROI: A Simple Intuitive Customer Experience ROI Calculator https://blog.kinesis-cem.com/2015/04/22/calculating-roi-a-simple-intuitive-customer-experience-roi-calculator/ Eric Larse is co-founder of Seattle-based Kinesis, which helps companies plan and execute their customer experience strategies. Mr. Larse can be reached at elarse@kinesis-cem.com. http://www.kinesis-cem.com kinesis-cem.com 206.285.2900 info@kinesis-cem.com Calculating ROI: A Simple Intuitive Customer Experience ROI Calculator
  2. 2. Different Approaches to Calculating ROI on Service Quality Calculating ROI on Service
  3. 3. Where ROI on Customer Service is Considered a Given Blind Faith Approach
  4. 4. Predictive Models Explain the Links Between Service Attributes, Customer Satisfaction and Profitability Sophisticated Approach
  5. 5. Such models can be valuable as a means for understanding the associations among different service and profit factors. They can also provide insight into how service attributes interact with each other to influence customer perceptions. Sophisticated Approach
  6. 6. These models tend to have too many moving parts to function as a practical, day-to-day business tool. They give the appearance of being far more precise than they actually are. And may be too sophisticated for some audiences. However
  7. 7. Sometime managers need a simpler, more intuitive approach to estimating ROI on customer service. Simpler Approach
  8. 8. List Customer Behaviors With Financial Implications Behavioral Approach
  9. 9. List Service Attributes that Likely Influence Customer Behaviors Behavioral Approach
  10. 10. - Systems - Skills - Incentives - Measurement - Rewards Behavioral Approach Consider How to Influence Desired Customer Behaviors:
  11. 11. Link List of Customer Behaviors to Costs and Revenues Behavioral Approach
  12. 12. Using this behavioral approach it is possible to construct an ROI calculator. ROI Calculator
  13. 13. Go to the following address for a calculator: ROI Calculator http://kinesis-cem.com/Kinesis_ROI_Tool.xlsx

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